Xbridge Limited · DRN-5920936

The complaint Mr C and Miss C have complained that Xbridge Limited failed to let them know that the renewal price quoted for their Residential Property Owners insurance policy could change if they made a claim prior to the policy renewing. What happened The background to this complaint is well known to the parties, so I will not repeat it here. As Mr C and Miss C weren’t happy with our investigator’s view, their complaint was passed to me for a final decision. I sent the following email to Xbridge on 18 March 2026 (I have made some minor changes to correct typographical errors). I am the ombudsman who has this case for decision as Mr C isn't happy with our investigator's view. Having reviewed it I think Xbridge needs to pay £100 in compensation for distress and inconvenience. I'll explain why. I don't think the renewal documents Xbridge provided were clear enough on the fact that a change to the risk, such as a claim or some other change, could result in a change to the renewal premium. The document says if there aren't any changes to your policy it will automatically renew at the price shown. There was no explanation of what this meant, including what would count as a change. And I do not think this fulfilled Xbridge's responsibility to provide Mr C and Miss C with clear, fair and not misleading information. As far as Mr C was concerned there were no changes to the cover, so he was entitled to expect the policy to renew at the price given, irrespective of the claim. This means I think Xbridge's failure to provide clear, fair and not misleading information caused Mr C and Miss C disappointment and so distress and inconvenience. And I think this warrants a compensation payment of £100. Please can you let me know whether Xbridge will agree to pay this by 25 March 2026. If it doesn't please let me know why. If it doesn't agree - as things stand - I am likely to issue a final decision requiring it to pay this compensation to Mr C and Miss C. And I will do this if I have not heard by 25 March 2026. I also sent a copy of my email to Mr C and Miss C. Mr C has said they are happy with my proposed outcome. Xbridge has not responded.

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What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. As Xbridge has not responded to my email, I see no reason to depart from the view I set out in it and uphold Mr C and Miss C’s complaint and require it to pay them £100 in compensation. My final decision For the reasons set out in my email of 18 March 2026 and detailed above, I uphold Mr C and Miss C’s complaint about Xbridge Limited and require it to pay them £100 in compensation for distress and inconvenience.* * Xbridge must pay the compensation within 28 days of the date we tell it Mr C and Miss C accept my final decision. If it pays later than this, it must pay interest on the compensation from the deadline date for settlement to the date of payment at 8% a year simple. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr C and Miss C to accept or reject my decision before 23 April 2026. Robert Short Ombudsman

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